Service Manager

Responsibilities of an Service Manager include overseeing daily operations aligned with the process and agreed SLA, Develop and optimizing processes to improve efficiency, ensuring efficient resource management and supporting cross-functional collaboration.           

Monitoring and Maintenance     

Monitor engineers’ day to day support calls and activities, system performance and reporting and identifying areas for improvement.

·Monitor each calls/ticket in the system and work with exception if any and escalate to take immediate action for the particular ticket/call.

Reporting and Escalation

Prepare following reports and escalate to top management as required:

Daily call list and highlight if there is any unusual support/delay in problem resolution.

Generate Recurring Call report and liaison with monitoring team to identify the root cause and take initiative to resolve the call urgently.

Generate Engineer wise call report and share with management with the highlights.

Review client’s escalation email and reply with the update immediately; take appropriate action to resolve the respective call(s).  

 Customer & Client Support Oversight

Ensure customer service and technical support teams meet service-level goals.

Work on resolving escalated client issues from an operational standpoint. 

Improve operational processes based on customer feedback.

Schedule client service meeting with respective units of the client & circulate the meeting minutes.

Discuss with relevant support engineer, senior engineers and relevant account manager before going to attend the meeting.

Follow up the agreed points/action of the meeting.

Follow up with the respective team/support engineer for the dispute update and pending problems’ timely and effective solutions.

 Look for the Continuous Improvement

Staying up-to-date with the latest calls and issues raised form clients/Banks and identifying opportunities to improve the overall operations.